CARE GUIDE

What is the return policy?

Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
Are any purchases final sale?

We are unable to accept returns on certain items. These will be carefully marked before purchase.
When will I get my order?

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Where are your products manufactured?

Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
How much does shipping cost?

Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.

HELP CENTRE

Order Cancellation

Orders may be canceled within 24 hours of purchase.
Once the order has been processed and shipped, cancellation is no longer possible.
Shipping

All products are shipped internationally from South Korea to the United States and Canada.

Estimated delivery time is 7–14 business days; however, delays may occur due to customs clearance or local courier conditions.

Shipping delays do not constitute valid grounds for a refund.
Eligibility for Refunds & Exchanges

Refunds or exchanges are only accepted under the following conditions:

  • The item arrives damaged
  • The wrong item was delivered
  • The product has a significant defect

Customers must contact us within 7 days of delivery and provide supporting evidence (e.g., photos).
Non-Refundable / Non-Exchangeable Cases

Refunds and exchanges will not be accepted under the following circumstances:

  • Change of mind or personal preference (taste, color, texture, etc.)
  • Matcha products that have been opened or used
  • Natural variations in handmade Onggi products (shape, color, texture)
  • Delivery issues caused by customer error (incorrect address, refusal to accept delivery, etc.)

• • Customs delays, duties, or refusal
How much does shipping cost?
  • Defective or incorrect items: covered by us
  • All other cases: customer is responsible

Please note that international return shipping fees may be significant, and original shipping fees are non-refundable.
Refund Processing

Refunds will be issued within 5–10 business days after the returned item has been received and inspected.

Processing time may vary depending on your payment provider.
Duties & Taxes

Customs duties, taxes, or import fees may apply depending on your country and are the customer’s responsibility.

If a shipment is refused or returned due to customs issues, all related costs will be the responsibility of the customer.
Limitation of Liability

We are not liable for delays or failures caused by circumstances beyond our control, including but not limited to natural disasters, customs processing, or carrier disruptions.